75% of consumers say they'll spend more money with retailers they can message with this holiday season
NEW YORK, July 29, 2021 /PRNewswire/ -- Holiday shopping is set to look a little different in 2021, as consumers change their habits and brands deal with an ongoing labor shortage. According to a new survey uncovering what retailers need to know this holiday season from LivePerson, Inc. (Nasdaq: LPSN), a global leader in conversational AI, consumers place increased trust in and will spend more money with retailers that support digital and in-store experiences with messaging and virtual assistants.
Retailers that invest in conversational solutions will have a competitive advantage this holiday season.
Retailers that invest in conversational solutions will have a competitive advantage this holiday season, with three-quarters (75%) of consumers saying they'd purchase more from a website that allowed them to message with an expert to ask questions and get help making purchases, and 63% saying they'd purchase more from a website that offered a virtual assistant to help.
The survey findings also note that messaging builds consumer trust, with 62% of respondents reporting they would trust an online retailer more if associates were readily available on messaging.
"Between unpredictable e-commerce surges and the ongoing labor shortage, this year's holiday season will be full of challenges for retailers," said Rob LoCascio, founder and CEO of LivePerson. "The good news is that consumers are excited to connect with brands via messaging, which can be scaled quickly with a strategic blend of conversational AI and human agents. These AI-powered experiences will play a critical role as brands seek to deliver convenient, customized care and commerce experiences for everything from inventory inquiries and online purchases to curbside delivery and in-store support."
Demand for digital is seeping into the in-store experience, but data protection is critical.
However, data protection is still top of mind for shoppers, with 68% saying that they are not comfortable with retailers tracking their activity and behavior online, even if they receive a personalized online shopping experience. Notably, 64% approve of retailers using information they shared directly in messaging conversations, showing the opportunity for businesses to gather data through messaging rather than traditional means like online cookies.
Consumers trust conversational AI to help with common e-commerce activities.
Finally, the survey findings also noted that consumers are interested in virtual experiences this holiday season, with respondents sharing they'd take part in the following activities:
To learn more about how to implement conversational AI and messaging best practices for enhanced holiday retail experiences, read LivePerson's expert guide: Conversational Commerce for the holidays: A digital retail wish guide.
About the survey
About LivePerson, Inc.
CONTACT: Mike Tague, email@example.com
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SOURCE LivePerson, Inc.
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